Senior Service Desk Specialist

Описание вакансии

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and trucks and will do so once again.

But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work.

The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range.

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion.

Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!

What you’ll do

Become part of an iconic brand that is set to revolutionize the electric pick-up truck & rugged SUV marketplace by achieving the following:

• Managing the Service Desk ticket queue, ensuring proper prioritization and escalation.
• Providing in-person desktop and phone support.
• Drive issues through to resolution, proactively communicating status, risks, and outcomes to users and stakeholders.
• Diagnosing and resolving technical issues.
• Undertaking small to medium-sized IT projects.
• Ensure consistent device setup, support standards, and user experience across locations.
• Completing internal user setups that include laptops, monitors, and peripherals.
• Supporting Teams Room conference units.
• Ensuring licensing for all software purchased is recorded.
• Maintain and improve Service Desk documentation and knowledge base articles.
• Identify recurring issues and contribute to process improvements, documentation, and self service enablement.
• Ensure accurate asset and software records for audit and compliance readiness.
• Act as the primary escalation point for complex or high-impact end-user issues.

Location & Travel Expectations:

• This role may be based out of the Scout Motors corporate headquarters in Charlotte, NC.
• This role requires 4-5 days per week in the office, with regular in-person meetings and events.
• Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.

What you’ll bring

We expect all Scout employees to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring:

• Bachelor's degree in Information Technology, Computer Science, or a related field is a plus.
• 8+ years of experience in a Service Desk environment.
• Excellent customer service skills and exceed end users expectations.
• Knowledge of Office 365 and Azure.
• Knowledge of Windows 11, MacOS & iOS.
• Ability to work alone and as part of a team.
• Ability to work with users from all levels of the business.
• Documenting procedures and processes.
• Performing basic administrative support duties, as required, to meet specific operational objectives

What you'll gain

The benefits of joining Scout include the chance to build products and a company from the ground up.  This is a chance to create something new and lasting – with an iconic brand at its foundation.  In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:

• Competitive insurance including:

+ Medical, dental, vision and income protection plans

• 401(k) program with:

+ An employer match and immediate vesting

• Generous Paid Time Off including:

+ 15 days planned PTO, as accrued

+ 40 hours of unplanned PTO and 14 company or floating holidays, annually

+ Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders

+ Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave

Pay Transparency

This is a full-time, non-exempt position eligible to receive an hourly pay rate and to participate in an annual performance bonus program. Final hourly pay rate offered will be determined based on factors including but not limited to the candidate's skills and experience. The annual performance bonus program is preset and not candidate dependent.

Initial base salary range = $110,000 to $135,000

Internal leveling code: IC8

Notice to applicants:

• To be considered for career opportunities at Scout Motors, applicants must be 18 years of age or older.
• Residing in San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, Scout Motors will consider for employment qualified applicants with arrest and conviction records.
• Residing in Los Angeles: Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance.
• Residing in New York City: This role is not eligible for remote work in New York City.

Equal Opportunity

Scout Motors is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, pregnancy, or any other characteristics protected by law. Scout Motors is committed to compliance with all applicable fair employment practice laws. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact ScoutAccommodations@scoutmotors.com.